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You searched Library Catalogue - Subject: Domestic animals.
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Call Number (WOU)
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SP CEMBA 2016 54
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Author
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Mok, Kam Siew
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Title
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The efficiency : effectiveness of HP shared services model / Mok Kam Siew.
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Abstract
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Shared Service Centre is the internal service provider whereby Multinational Companies create to move or consolidate back-office functions which combines efficiency gains and increases service of quality through a standardized process and procedure therein which provides a more efficient and sustainable quality services for in-house customer within global entities.
Apparently, HP Malaysia Shared Service Centre has exposed the issue of service qualities downturn thereby identified problems such as (1).lacking of standard management practice has created conflict collaboration between service provider and service receiver, (2).businesses diversification and high acquisition that causing the lack of system integration therefore delay the processes, (3).not able to retain experienced staff yet newly hired has contributed poor quality resulting complaints from internal-customer and (4).complexity of organization reporting matrix that create unclear SLAs and KPIs to employees which causing ineffective decision making and weak policy execution.
This research used a quantitative methodology to study the relationship (1).best practices and standard management, (2).system and technologies infrastructure support, (3).training & development and (4).performance measurement that impacted to HP Shared Service efficiency and effectiveness that leads to quality delivery. The hypotheses results have revealed a significant relationship of all above variances except system and technologies infrastructure support. As such, further studies and research are required for it.
A 6σ (DMAIC) and tools like Lean, TQM has been recommended to assist in increase of visibility and to identify the root cause therein provide a way to manage the issues by detailing relevant documentation, it carries out audits to identify exceptions by eliminating the unnecessary to resolve the identified problem statement or current factors affecting the HP Shared Service Centre efficiency and effectiveness that are determined for this research study objective.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2016
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Physical Description
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1 online resource (90 pages) : illustrations, text file, PDF.
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Subject
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Quality service -- Company
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